When measuring employee engagement and satisfaction, the employee Net Promoter Score, or eNPS, is the metric many employers use to get actionable insights.
But what exactly is an eNPS and how can a business use it successfully?
In this guide, we’ll take an in-depth look at the employee Net Promoter Score, its scoring methodology, and its importance within a business.
Let’s get started.
What exactly is the employee Net Promoter Score?
The employee net promoter score is a feedback metric for gauging employee engagement within an organization.
It is a simple metric that reflects how likely your employees are to recommend your company as a workplace. This gives you a general idea of their level of engagement, commitment and overall happiness at work.
What is the Net Promotor Score question?
The Net Promotor Score question is:
“On a scale of 1 to 10, how likely are you to recommend our organization as a workplace to others?”
It’s purposefully simple and quick to answer to make it easy for staff to complete.
What are the employee Net Promoter Score respondent categories?
Depending on their answers to the Net Promotor Score survey, your employees will fall into three categories:
- Promoters: These are engaged employees with a score of 9 or 10.
- Neutrals: These are employees with a score of 7 or 8.
- Detractors: These are employees with a score ranging from 0 to 6.
Let’s discuss each category in a little more detail:
Promoters are satisfied employees who contribute positively to promoting the company image and growth. The company culture resonates with these employees and inspires them to deliver top-tier work.
Neutral employees are generally satisfied with their work environment but remain open to offers from other companies.
These employees are not likely to recommend the organization as a workplace but are unlikely to speak negatively about the company.
The answers from neutrals don’t form part of the Net Promotor Score formula. However, gauging the neutral employee sentiment is crucial, especially since many employees fall in this category.
Detractors are employees who are unlikely to recommend the business as a workplace. Even an answer of “6” in employee engagement surveys typically indicates that the employee is at least partially unsatisfied at work.
The risk of detractors leaving the business is high, and swift action is necessary to prevent this from happening.
How do you calculate the Net Promotor Score?
The Net Promotor Score formula is relatively straightforward. To determine the eNPS score of your business, start by calculating:
- The percentage of promoters among respondents
- The percentage of detractors among respondents
Next, subtract the detractor percentage from the promoter percentage. In other words, the mathematical formula for eNPS is:
eNPS = % promoters – % detractors
When calculating the eNPS, you don’t consider neutral employees as their score don’t necessarily provide valuable insights to a business.
If the Net Promotor Score is positive, the company has more promotors than detractors. If this is the case, the company probably has a good level of engagement from its staff.
If the Net Promotor Score is negative, the company has more detractors than promoters. If this is the case, you’ll need to consider employee feedback carefully to zero in on issues with employee engagement.
Why should you measure eNPS and consistently work to increase this score?
The Net Promotor Score gives an accurate indication of the employee experience throughout your entire organization. There are various aspects affecting the employee experience, including:
- The state of their physical workspace
- The company culture
- The company’s technologies
- The company’s benefits and compensation packages
Failure to understand what your employees feel about the company can lead to high turnover rates and an unhappy workforce.
What are the pros of using the Net Promotor Score?
Deploying an eNPS survey holds various advantages for your organization. These include:
- Usability. One of the most significant benefits of the eNPS survey is its ease of use. Employees only need to answer one question, saving valuable time and eliminating survey fatigue.
- High participation rates. Because the eNPS is a quick and easy survey, you can expect most employees to take the time to answer this question.
- Accurate assessment of employee engagement. The eNPS accurately reflects how employees feel about recommending the company. When employees answer the question anonymously, they will likely have no problem being honest.
- Cost-effective feedback tool. Because the eNPS only consists of one question, you can quickly deploy this survey via the organization’s existing communication channels at no additional cost.
- Benchmarking suitability. The results of an eNPS survey are easy to benchmark against your organization’s past results. You can also benchmark your eNPS against those of other competitors.
How can I improve my employee Net Promoter Score?
Here are a few tips to improve your company’s Net Promotor Score:
Communicate with all responders
It’s important to find out why your responders gave the answers they did, starting with the detractors. Ask why they gave the score and how you could have done better.
On top of this, passive responders have the potential to become detractors or promoters, and you need to understand how you can ensure that they fall into the latter camp.
Monitor eNPS continuously
Consistent monitoring is crucial to ensure that engagement goals are on track. Check with all staff regularly and look for trends in responses. Your eNPS may be improving for the company as a whole but some departments may be nosediving.
Look to continuously change and improve
Taking action is the key to improving your employee Net Promoter Scores. After deploying an eNPS and communicating with employees, formulate and implement specific actions to make improvements. Then, using following-up surveys or conversations, ensure that these actions were effective.
The employee Net Promoter Score is among one of the most effective engagement tools to help a business gauge how their staff feels about the business, customers, and their workplace.
We hope you have enjoyed this guide. For more useful workplace information, check out the rest of our website.
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